Reports to: Manager, SOC Support Location: Remote US Compensation Range: $50,000 to $65,000 base plus bonus and equity What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: This is an entry-level role in which you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team. To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills, as well as a solid understanding of cybersecurity. Responsibilities: - Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions. - Ensure partner understanding by breaking down complex SOC concepts, log data, and product behavior into digestible, actionable guidance. - Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and aligning on next steps. - Collaborate effectively with Product Support, Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior, then relay updates back to partners. - Troubleshoot product issues and provide support for other product-related requests as needed - Advocate for partner needs and provide feedback to the relevant internal teams. - Address partner security concerns with timely and informative responses. - Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency across the team. What You Bring To The Team: - Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning. - Exceptional written and verbal communication skills - Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high. - Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution. - Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way. - Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations. - Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering. - Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases. - Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right. - Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help. Would be a Plus: - MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms. - Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios. - Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources). - Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies. What We Offer: - 100% remote work environment - since our founding in 2015 - Generous paid time off policy, including vacation, sick time, and paid holidays - 12 weeks of paid parental leave - Highly competitive and comprehensive medical, dental, and vision benefits plans - 401(k) with a 5% contribution regardless of employee contribution - Life and Disability insurance plans - Stock options for all full-time employees - One-time $500 reimbursement for building/upgrading home office - Annual allowance for education and professional development assistance - $75 USD/month digital reimbursement - Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights. #BI-Remote

Reports to: Manager, SOC Support Location: Remote US Compensation Range: $50,000 to $65,000 base plus bonus and equity What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: This is an entry-level role in which you will act as an intermediary between our partners/customers and our Security Operations Center (SOC) team. To facilitate effective service delivery and ensure partner satisfaction, this role requires excellent customer service and communication skills, as well as a solid understanding of cybersecurity. Responsibilities: - Provide exceptional customer support via phone, email, and chat for Huntress incident reports, escalations, and SIEM-related questions. - Ensure partner understanding by breaking down complex SOC concepts, log data, and product behavior into digestible, actionable guidance. - Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and aligning on next steps. - Collaborate effectively with Product Support, Security Operations Center, and other internal teams to clarify detection coverage, data gaps, and product behavior, then relay updates back to partners. - Troubleshoot product issues and provide support for other product-related requests as needed - Advocate for partner needs and provide feedback to the relevant internal teams. - Address partner security concerns with timely and informative responses. - Contribute to the development of knowledge base articles, macros, and internal runbooks based on real ticket patterns to improve consistency and efficiency across the team. What You Bring To The Team: - Demonstrated passion for cybersecurity, especially around identity compromise, phishing, incident response, and endpoint security, with a commitment to continuous learning. - Exceptional written and verbal communication skills - Ability to remain calm, empathetic, and solution-focused when supporting partners through active security incidents or when expectations and emotions are high. - Interest in developing incident management / incident commander skills, including owning the flow of information, setting clear priorities, and driving incidents to resolution. - Comfortable facilitating group discussions during high-pressure situations and capturing timelines, decisions, and action items in a structured way. - Strong ability to prioritize and manage a dynamic ticket queue, balancing urgent incident work with follow-ups and longer-running investigations. - Enthusiasm for working collaboratively across teams and keeping both internal stakeholders and partners informed as issues move through investigation and engineering. - Embraces change and excels in evolving environments, especially as products, detections, and internal processes iterate based on real-world cases. - Not afraid to ask questions, challenge assumptions, and dig into product behavior when something in a ticket doesn’t look quite right. - Strong self-awareness and the ability to work independently in a remote setting while knowing when to escalate or seek help. Would be a Plus: - MSP or Help Desk experience supporting multiple customers and managing tickets in tools like Zendesk or PSA platforms. - Microsoft 365/Entra experience, particularly around identity, mailbox behavior (e.g., inbox rules), and phishing scenarios. - Basic understanding of SIEM concepts and log analysis (event codes, search queries, correlation across data sources). - Basic understanding of networking concepts related to VPNs, IP addresses, and geo/usage anomalies. What We Offer: - 100% remote work environment - since our founding in 2015 - Generous paid time off policy, including vacation, sick time, and paid holidays - 12 weeks of paid parental leave - Highly competitive and comprehensive medical, dental, and vision benefits plans - 401(k) with a 5% contribution regardless of employee contribution - Life and Disability insurance plans - Stock options for all full-time employees - One-time $500 reimbursement for building/upgrading home office - Annual allowance for education and professional development assistance - $75 USD/month digital reimbursement - Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights. #BI-Remote

Role Description At Rapido Solutions Group, we connect fast-growing U.S. companies with top global talent. From Guadalajara and León, we create career opportunities that bridge Mexico and the U.S. logistics industry. We value diversity, joy, and passion, fostering a dynamic workplace where people grow both personally and professionally. Our goal is to be the best place to work, offering wellbeing programs, social initiatives, and real career growth. Location: León, Guanajuato Schedules: - Friday to Sunday 17:00-05:00 - Monday to Wednesday 06:00-15:00 - Wednesday to Friday 06:00-15:00 English Level: B2 Intermediate Salary: $13,000 MXN / month gross About the position What You’ll Do: - Monitor active shipments, ensuring real-time tracking updates are accurate and visible in the system. - Serve as the main point of contact for customers, carriers, and partners during afterhours support. - Respond promptly to inquiries via phone, email, or chat, providing clear and professional communication. - Troubleshoot transportation, tracking, or delivery issues and provide timely solutions. - Escalate urgent or complex cases to the appropriate team when necessary. - Document all interactions and ensure accurate follow-up for the next business day. - Maintain service-level agreements (SLAs) and communicate delays or exceptions proactively. - Collaborate with carriers to ensure on-time delivery and proactive resolution of disruptions. - Support special projects or emergency situations as needed. Qualifications - 6 months of experience in customer service, logistics, transportation, or related fields (afterhours or dispatch preferred). - Strong English and Spanish communication skills (verbal and written). - Excellent problem-solving and critical-thinking abilities. - Ability to work independently and stay calm under pressure. - Proficiency in tracking tools, CRM systems, and Microsoft Office / Google Workspace. - Reliable internet and phone connection if working remotely. Requirements - Customer-focused: Delivers exceptional service with empathy and clarity. - Detail-oriented: Ensures accuracy in tracking and documentation. - Proactive: Anticipates potential issues and takes action quickly. - Reliable: Dependable during afterhours coverage, ensuring operational continuity. - Team player: Communicates effectively with internal teams during handoffs. Benefits - Opportunity to grow within a dynamic and fast-paced logistics environment. - Multicultural and bilingual team. - Competitive salary and performance-based growth. - Career development and ongoing training. - Savings fund: 4% net - Grocery vouchers: $1,000 MXN - Attendance bonus: $500 MXN - Insurance Benefits: - Major and minor medical insurance - Life insurance - Dental insurance - Vision insurance - Funeral expense coverage

• Own end-to-end operations for designated CX pillar(s): set strategy and quarterly plans, define and track KPIs (e.g., CSAT, AHT, FCR, contact rate, cost per contact), and consistently meet or exceed SLAs. • Lead, coach, and develop a team of 2 direct reports; establish clear goals, operating rhythms, and career development plans that raise the bar on execution and results. • Drive vendor performance across our BPO network in partnership with Vendor Managers: workforce planning, staffing and coverage, QA, calibrations, playbooks, and performance reviews that deliver high-quality outcomes. • Partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes; run experiments and measure impact to reduce contacts and improve customer experience. • Build and maintain dashboards and reporting that power weekly business reviews; use data to diagnose root causes, size opportunities, and recommend action with clear ROI. • Lead incident management and root cause analysis for spikes or defects; implement corrective actions and preventive controls, and communicate updates to stakeholders. • Institutionalize continuous improvement through SOPs, training, and change management; champion standardized workflows that scale across geographies and channels.